Our subprocessors, named
Who touches what along the path of a call, where each piece sits, and what belongs to your own account rather than ours.
Why this list exists
Answering a call takes several services: one carries the voice, one transcribes it, one sends the text message, one collects the subscription. Law 25 asks who, and where. This page names them one by one, with their role and their country.
It is dated by nature: replacing a subprocessor changes this page, and that is the commitment we make by publishing it. If you are comparing two vendors, compare their lists — the one without a list still has subprocessors.
One distinction before reading: some services you will use with us are not our subprocessors. When you connect your calendar, the authorisation happens with your account, at your provider, and the appointments stay yours.
What makes phone answering work
- Retell — live voice processing, transcription and recording during the call; infrastructure in the United States, with no Canadian region offered
- Twilio — carrying calls and sending or receiving text messages; infrastructure in the United States
- For lines of work you declare sensitive, the no-retention option is switched on at the voice provider: it then keeps neither transcript nor recording
- Recordings are pulled back to us as soon as the call ends, then served from our own address, behind your session
What makes the application work
- A server and a PostgreSQL database at OVH in Montreal — that is where your files, transcripts and archived recordings live
- Cloudflare — protecting and routing web traffic in front of our servers
- Resend — sending transactional email: summaries, sign-in links, confirmations
- Google Workspace — our own business mail, including the privacy contact address
- Google and Apple — authentication, only if you pick “Continue with Google” or “Continue with Apple” when opening your account: they confirm your email address to us and pass on your name when they hold it; infrastructure in the United States
- What we send them is limited to the sign-in request: no data belonging to your customers, no call and no file travels through them, and we keep no access key to your other services there
What stays with you, not with us
- Stripe — subscription payment: card numbers go to them and do not pass through our servers
- Google Calendar and Microsoft 365 — connected with YOUR account: they are your calendars, at your provider, and authorisation is withdrawn from your side
- The trade software you connect: the connection states action by action what it permits, and you cut it whenever you want
- Every authorisation given and withdrawn leaves a timestamped trace in your business record
What we hold to
- This page is updated when a subprocessor changes, and that is a condition of shipping the change
- Access secrets for your connected services are encrypted, and are neither displayed nor exported
- An export of your data includes what we hold, and names what it could not include
- A requested deletion reaches archived recordings and derived items
What we do not promise
- Live voice processing happens outside Canada: none of the voice providers we examined offers a Canadian region, and that is stated at the bottom of every page.
- The privacy impact assessment Law 25 calls for on that transfer is being drafted; it is not finished.
- We do not publish the agreements signed with each of these vendors.
- We have no control over infrastructure changes at our subprocessors between two updates of this page.
A question about a subprocessor
Write to the person responsible for the protection of personal information: we answer on a vendor's exact role, what it sees, and what it keeps.